The challenge
A woman diagnosed with multiple sclerosis (MS) in 1991, at the age of 19, needed specialist, long-term support as her condition progressed and her needs became increasingly complex. Her mother, said: "We wanted to support our daughter to remain safely at home, maintaining her quality of life and independence as much as possible."
To make that possible, a provider with genuine expertise in complex clinical interventions, including PEG feeding, suctioning, catheter care, and medication administration, was needed. Equally important was finding a team that could work collaboratively with healthcare professionals, communicate openly, and respond promptly to any changes the individual’s condition.
Because the service user is unable to verbally express her care needs, continuity and trust were essential. As the mother of the person receiving care explained, "Above all, we wanted a provider that would deliver compassionate, person-centred care, placing our daughter's wishes, dignity, and wellbeing at the heart of everything they did."
Reed's community care team was recommended by the service user's case manager due to our strong reputation for delivering high-quality, person-centred complex care.
The solution
Jacinta Richardson, Registered Manager in Reed's community care team, began by carrying out a comprehensive assessment to gain a detailed understanding of both the service user's complex clinical needs and her individual preferences.
With a clear picture of the support required, Jacinta's next priority was to build the right care team. Drawing on Reed's extensive network of health and care professionals, advertising channels, referral networks, and family recommendations, she carefully sought out support workers who not only had the necessary skills and experience, but also shared the values and qualities needed to provide compassionate, person-centred care. “Alongside extensive knowledge of MS and it’s progressive nature, a thorough understanding of safeguarding, risk management, Mental Capacity Act principles, best-interest decision-making, CQC regulations, and personalised care was essential,” explained Jacinta.
Family involvement was central to the recruitment process, helping to ensure each new team member was the right fit for both the service user and her support network. "Reed was excellent in recruiting and introducing suitable carers, ensuring we were fully involved throughout the process. Before any new team member joined, they would meet with us and our daughter to ensure they were a good fit," said the mother of our service user.
Every support worker employed completed specialist training, competency assessments, and supervised shadow shifts before working independently.
Reed's thorough recruitment and onboarding approach has helped establish a stable, experienced care team that has supported the service user consistently over many years. This is underpinned by a fully managed, 24-hour complex care service, including specialist clinical interventions, clinical oversight, quality assurance monitoring, and ongoing care management.
The results
The long-term outcomes have been remarkable, surpassing what the family had initially hoped for.
As her mother said: “The results exceeded our expectations. With the support of Reed’s community care team, our daughter has remained in her own home for more than 15 years, receiving the specialist care she requires while maintaining her comfort, dignity, and quality of life.
“We had experience with other care providers before working with Reed. While previous providers were able to offer support, they were unable to deliver the same level of consistency, specialist knowledge, and long-term continuity that Reed has provided.”
Together, these outcomes reflect the difference that consistent care has made:
More than 15 years of high-quality, home-based complex care
Only two hospital admissions over the past six years, reflecting proactive care and early intervention
A consistent, skilled care team, with many carers supporting the service user for several years
Strong, collaborative working with the family, case manager, and multidisciplinary team
For the family, the overall impact has been life-changing, her mother added: "We are very happy and pleased with Reed's service. The employees have been supporting my daughter for many years and are like family members to us. I am very grateful for the service and dedication they provide, and we are totally reliant on them.”
This consistency is equally valued by the support workers themselves, who highlight the ongoing guidance, training and management support they receive. In turn, this has enabled them to develop their skills, build confidence in delivering complex care, and contribute to positive outcomes for the client.
Reflecting on the success of the package, Jacinta believes, “it is the combination of regular communication, robust clinical oversight and a genuinely person-centred approach that has enabled the service user to continue living comfortably at home for more than 15 years.”
By combining clinical excellence with genuine continuity of care, Reed's community care team has delivered life-changing outcomes for both the service user and her family.
If you're looking for a professional, reliable, and person-centred complex care provider, contact one of our specialist community care consultants today.
